Mitigation Manager

Workstream; Wichita Falls (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

ServiceMaster Restore is seeking a Mitigation Manager in Wichita Falls, TX. You will oversee field personnel, coordinate dispatch, and ensure compliance with IICRC standards while maintaining strong customer service and profitable project execution.

Responsibilities include budget reviews, documentation in RESTORE 365, safety oversight, and leadership of daily and weekly meetings to keep projects on track.

Qualifications

• Experience coordinating field crews and service teams to meet budgets and timelines.
• Strong knowledge of industry standards and customer service excellence.
• Proven ability to manage safety, PPE, and regulatory compliance.

Responsibilities

• Maintain field coordination to complete work within budget and schedule while upholding service standards.
• Ensure after-hours response aligns with company policy and dispatch crews in real time.
• Review estimates, budgets, and profitability; manage documentation in RESTORE 365.
• Lead meetings, train personnel, and ensure compliance with IICRC and internal policies.

Skills

Field coordination

Budget management

People management

Dispatch coordination

IICRC standards

Customer service

Safety protocols

Tools

RESTORE 365

Xactimate

Job description

Now Hiring!

ServiceMaster Restore® is seeking a Mitigation Manager.

Location: Wichita Falls, TX

Fast Interview and Hiring Process.

Job Description:

• Maintain successful overall coordination of field personnel in order to perform work within the budget, on time or ahead of schedule while maintaining exceptional customer service standards
• Maintain schedule to ensure response to service calls after-hours are within company policy standards
• Dispatch crews ensuring all calendars are up to date in real time
• Review and ensure RESTORE 365 files are complete and all documentation uploaded when a new Mitigation or Mold loss is reported
• Ensure equipment is available, tracked, used correctly and maintained as per company standards
• Ensure all mitigation processes are followed in adherence to IICRC and all other industry standards at all times
• Ensure job work orders are created and accurate for all job assignments to mitigation personal
• Ensure job purchase orders are created and accurate for all job assignments to subcontractors and for outsourced materials and supplies
• Ensure the profit margin is as projected in the Strategic Objective of the company
• Review estimates and job budgets for accuracy and compliance to company standards: problems are to be anticipated, prevented and solved
• Ensure all safety and PPE Protocols are followed by all department employees as per company, state and federal regulations
• Ensure the company's dress code, including a neat, well-groomed appearance and proper hygiene is followed at all times
• Handle complaints, infractions, etc., and take necessary action to resolve these situations following guidelines of HR and Company Employee Manual
• Maintain excellent Customer Satisfaction by ensuring constant open communication with all parties involved and projects are fully completed, on time and budget
• Be and stay informed of any customer or department issues that are not being or cannot be resolved or deadlines that cannot be met within a reasonable time frame and before the deadline has arrived
• Ensure all Program work requirements are followed and kept up to date in their respective reporting programs
• Ensure all Mitigation personnel attend daily meetings
• Ensure all appropriate Mitigation personnel attend and participate in weekly production Meetings
• Maintain skills, up to date knowledge of best practices and use of Xactimate for both yourself and department
• Supervise and train mitigation personnel in their job description / responsibilities, policy and procedures established by the company
• Ensure customers, sub trades and employees are always treated with respect by everyone and each other
• Ensure customer needs are served in a professional, consistent manner and all questions or complaints are addressed, documented and confirmed
• Ensure all telephone calls, both internal and external, are returned within two hours whenever possible, and within one business day at the latest as per Company standards
• Participate with HR and other Department Managers in the recruitment and hiring of personnel
• Safeguard all propriety information will be held as strictly confidential outside the company
• Perform duties in a timely, professional manner and in accordance to company policies and standards, as well as in the spirit of the company's strategic objective

Administration and Reporting

• Ensure estimates, budgets, notes, dates and all other documentation (including Work Authorizations and Certificates of Satisfaction) are entered, uploaded and maintained in RESTORE 365 as per Company standards
• Ensure department is in compliance with fee collection and maintenance in accordance to company policies and standards
• Responsible to ensure all due diligence has been performed at the beginning of the job as well as all avenues required to collect are pursued and recorded throughout the process
• Schedule and manage Daily production meetings reviewing the Job Restore 365board, work orders, job assignments (new and monitors) and addressing issues from previous days work
• Attend and participate in Weekly Production meetings: Follow up, instruct, train and track all areas that are not performing to Company standards
• Analyze job gross profit and monthly department statements and investigate any variances
• Report job progress, gross profit variances and department performance to Company Owner/President for review and approval
• Evaluate the performance of the Department staff and crews to deliver performance evaluations a minimum of once yearly in conjunction with the HR department
• Investigate and document performance issues and maintain disciplinary actions as required in conjunction with the HR department
• Responsible for all department Workers Comp knowledge, safety and compliance, including the supervision of PPE and regular scheduled safety meetings
• Report department related problems and issues with recommended solutions to Company Owner/President for review and approval
• Implement any changed and new Company Policy and Procedures with Department personnel

Business Development

• Sustain a solid understanding of the Company's market, services, players, and technologies
• Network with existing and form new contacts and relationships with Insurance Adjusters, Brokers and the like. All activities and indicators to be tracked and documented in the Contact Manager of RESTORE 365
• Identify potential clients/opportunities and work with management to develop the tactics and teams needed to bring them to fruition
• Remain highly informed of the latest trends in insurance restoration through study of literature, talking with material suppliers, involvement with industry specific organizations such as RIA, IICRC etc. and insurance personnel and organizations including what the competitors are doing. Have an understanding of what the company is capable of and how it can measure up to competitors

Other duties to be performed as assigned.

About the Employer!

With approximately 2,000 franchised and licensed locations around the world, ServiceMaster Restore and ServiceMaster Recovery Management (SRM) serve customers through a global network of franchises to provide residential and commercial restoration services resulting from damage caused by water, fire, smoke, or mold. SRM is the large-scale commercial catastrophic disaster restoration unit of ServiceMaster Restore.

ServiceMaster Restore is a business unit of Atlanta-based ServiceMaster Brands, a leading provider of essential residential and commercial services. More information can be found at servicemasterrestore.com and srmcat.com.

ServiceMaster Restore has been serving your area since 1978.

Since its founding in 1929 by Marion E. Wade, a former minor league baseball player, ServiceMaster has stood by its word and its customers. As a result, it has grown into a world-class company composed of a family of brands that provides residential and commercial services to 5 million customers in the past year alone.
Today, ServiceMaster Restore is committed to helping our communities rebuild after a disaster, helping businesses get back to work, and helping our neighbors restore their homes to pre-loss conditions. Whether dealing with a burst pipe that impacts one home or a natural disaster that impacts the entire community, we're by your side 24/7/365 to restore your property and your peace of mind.